Analyze, maintain and test existing application software, software upgrades and new system implementations to support the business, operational and clinical processes of the organization and operating unit, under limited supervision and review of decision making. Create and/or modify education tools, and provide training and support services to end users to ensure the maximization of new and existing systems. The individual in this role must have experience with QNXT and processing claims.

Triage/troubleshoot application/user support calls, resolve and/or escalate to appropriate IS staff and/or to vendor for resolution. Monitor issues to completion, document resolutions and store documents to designated location or application.

Perform research and develop documents related to operational procedures, position papers, assessments, and application test scripts. Develop functional specifications including screen and report layouts and form designs.

Create and/or modify education tools and provide user education and training based on new application installs, or enhancements to improve and optimize application utilization. Mentor trainers or audit training classes when applicable to ensure that education is consistent for all users.

Manage customer expectations and provide high quality customer service by communicating with customers regarding their expectations, issues, etc., relaying appropriate information to coworkers and escalating competing priorities and/or potential customer conflicts to supervisor as necessary. Monitor own customer survey results for opportunities for improvement. Develop and implement action plan for improvement upon review/approval of Lead Apps Analyst or Project Manager.

Serve as a liaison with vendors to ensure consistent communications between them and customers regarding system upgrades, enhancements, customs, etc., and to ensure customer expectations are met and issues are addressed. Identify vendor issues (i.e., inappropriate task management, not meeting Service Level Agreements/timelines, etc.) and escalate to Project Manager or Manager for resolution.

Qualification:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Current knowledge of regulatory standards and the impact on business operations.

If participating on the Epic EHR project, employee must achieve Epic certification on designated EHR modules within 90 days of attending vendor training and must maintain certification with every upgrade to retain position